the covid-19 client interview tool - sptf · web viewthe covid-19 client interview tool is a survey...

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The COVID-19 Client Interview Tool Contents The COVID-19 Client Interview Tool....................................1 Using the tool to respond to the crisis...............................5 Methodology guidance on using the interview tool......................7 1 Customer name 2 Date of interview 3 Time at start of interview Hello, can I speak to [customer name]? My name is [name] and I am calling from a company called [company name]. I am conducting research on behalf of [company] with their [product/service] customers to learn about you and get your feedback. This interview is voluntary and will not affect the service you receive from [company] but if you have the time we value your feedback so [company] can identify opportunities for improving. 4. Are you the person mainly responsible for coordinating with [company]? Yes (go to Q7) No 5. Is the main contact person available for me to speak to now? Yes Great, thank you for your help. (continue interview with main contact – reread intro and go to Q7) No 6. Can you please share their name and phone number so I can call them? (Collect information and end interview) Name: Number: Not willing to share / no phone number 9. Do you have 15 minutes to talk to me? Yes Thank you No May I call back another time that works? (Record call back and end interview) 10.Have you heard about Coronavirus or COVID-19? Yes No Let me tell you a little more. Coronavirus 1

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Page 1: The COVID-19 Client Interview Tool - SPTF · Web viewThe COVID-19 Client Interview Tool is a survey instrument that financial service providers (FSPs) can use to understand the situation

The COVID-19 Client Interview ToolContentsThe COVID-19 Client Interview Tool.............................................................................................................1Using the tool to respond to the crisis..............................................................................................................5Methodology guidance on using the interview tool.........................................................................................7

1 Customer name

2 Date of interview

3 Time at start of interview

Hello, can I speak to [customer name]? My name is [name] and I am calling from a company called [company name]. I am conducting research on behalf of [company] with their [product/service] customers to learn about you and get your feedback. This interview is voluntary and will not affect the service you receive from [company] but if you have the time we value your feedback so [company] can identify opportunities for improving.

4.Are you the person mainly responsible for coordinating with [company]?

Yes(go to Q7)

No

5. Is the main contact person available for me to speak to now?

YesGreat, thank you for your help.

(continue interview with main contact – reread intro and go to Q7)

No

6.Can you please share their name and phone number so I can call them? (Collect information and end interview)

Name:

Number:

Not willing to share / no phone number

9. Do you have 15 minutes to talk to me?

YesThank you

NoMay I call back another time that

works?(Record call back and end

interview)

10. Have you heard about Coronavirus or COVID-19? Yes

No Let me tell you a little more. Coronavirus disease or COVID-19 is a new infectious disease that is affecting the world right now. Most people infected with the COVID-19 virus will experience mild to moderate respiratory illness and recover without requiring special treatment. Older people, and those with underlying medical problems like cardiovascular disease, diabetes, chronic respiratory disease, and cancer are more likely to develop serious illness. The best way to prevent and slow down transmission is be well informed about the COVID-19 virus, the disease it causes and how it spreads. Protect yourself and others from infection by washing your hands and not touching your face. The COVID-19 virus spreads primarily through droplets of saliva or discharge from the nose when an infected person coughs or sneezes, so it’s important that you also practice respiratory etiquette - for example, by coughing into a flexed elbow. (End interview)

11. Are you concerned about coronavirus?

Yes, very much Yes, slightly No, not really No, not at

all

I’m not really sure

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12.

[if response to Q9 is ‘Yes, very much’ or ‘Yes, slightly’]  What is the top concern you have related to the coronavirus [lockdown] use local description right now?

Access to basic needs such as

food, medicine, and shelter

Ability to

work / earn an income

Childcare The economy

Concern about my health or

my family’s health

Other

13.So far, overall, has the financial situation of your family changed since the coronavirus [lockdown] use local description? Has it:

Got much worse Got a little

worse

Stayed the same Improved a

littleImproved

a lot

14.

As a way to cope with the coronavirus situation, have you had to do any of the following? Have you:(tick all that apply)

Used money that you had been savingFound new/additional work Stopped loan repaymentsBorrowed money from an MFI or bankBorrowed money from a friend or familyBorrowed food from a friend or familyBorrowed money from a money lender Sold an asset?

(if sold an asset) What kind of asset did you sell?

Done something else (please specify)

24.

What was the largest source of income (money) for your family in the last 12 months? Please be specificFor example:- If farming, what do you farm?- If business, what do you

sell/what is your service? - If employment, what is your

job?

25.Has your income from this source changed since the start of the coronavirus [lockdown] use local description? Has it:

Got much worse

Got slightly worse Stayed the same Improved

slightly

Improved very much

26. Could you please explain your answer?

27.

What was the second-largest source of income (money) for your family in the last 12 months? Please be specificFor example:- If farming, what do you farm?- If business, what do you

sell/what is your service? - If employment, what is your

job?

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28.Has your income from this source changed since the start of the coronavirus [lockdown] use local description? Has it:

Got much worse

Got slightly worse

Stayed the same

Improved slightly Improved very much

29. Could you please explain your answer?

30. Do you farm or keep animals for your family to eat? YES NO

31.If yes, has there been any impact from the coronavirus on your farming or animals? Please explain.

32.

Are you currently able to access cash when you need to? By this I mean, getting it from an ATM, an agent, or a bank branch, for example. Is it:

No different from normal (go to Q28)

A lot harder Slightly harder A little easier

A lot easier

33. Could you explain why it has changed?

34.As a result of the coronavirus, have there been changes in food consumption in your household?

Yes No (go to Q32)

35. Have you decreased consumption of some types of foods? Yes No

(go to Q27)36. Could you please explain your

answer?37. Have you reduced the number of

meals you have each day? Yes No

38. Do you often go hungry when you wouldn’t normally? Yes No

39.

To what extent do you agree or disagree with this statement: I am worried about the health impacts of the coronavirus on me and my household? Do you:

Strongly agree Agree Neutral Disagree Strongly disagree

40.

Thank you for sharing this with me. Just a few more questions now.

What could [company] do at this time that would be particularly helpful to you?

41.Can you tell me, what actions, if any – by friends, community, government or others – are giving you hope right now?

42. Do you live in a city, town, or in the countryside? City Town or Village Countryside Don’t

know

43.

For FSPs that collect PPI data optional Country-specific Poverty Probability Index questions or Consumption PPI questions can be added here.

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44. Would you mind sharing your age with me?

Rather not say

45.

The coronavirus is affecting people in many ways. Is there anything else you would like to share about how the coronavirus has affected you and your family? Please explain.

End interview: Thank you very much for your time. I really appreciate you talking to me and sharing your experience. We will use this information to inform [company] ways in which they may be able to make their products and services better for you (and your family). Please stay safe and well.

35

Gender Male Female

36

Time taken for interview minutes

37

Language used for interview

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Using the tool to respond to the crisisAn interview tool to inform your COVID-19 responseThe COVID-19 Client Interview Tool is a survey instrument that financial service providers (FSPs) can use to understand the situation of their clients during the COVID-19 pandemic. The survey generates data that will help FSPs better serve clients during and after the crisis. The survey data will also allow the financial inclusion sector to draw conclusions across countries and markets.

The COVID-19 Client Interview Tool is made up of simple questions that are easy to administer. The survey is not meant to capture nuance, rather a broad picture of who is affected and how. It does not require specialized training in data collection.

The questions in the tool are standardized and useful in any market. Standardized questions allow for comparisons to be made between clients, over time, and across markets. If desired, qualitative and unstructured questions can be added by individual providers.

Use the survey to respond to the needs of different customer segments The impact of COVID will be devastating for many but not everyone will be affected in the same way, making client segmentation incredibly important. Every FSP must understand the specifics of who is affected and how, and how these change over time. This survey is designed to help FSPs uncover the differences between clients in order to provide nuanced and specific service to clients.

For example, depending on the severity of a country’s lock-down, economic activity may be more or less affected. Some of it may go underground. Farmers may harvest but struggle to market their produce. There will be clients who still need access to credit, and those who need access to remittances and savings. Additionally, there will be opportunities for FSPs to provide other forms of support like helping clients access social programs or business permits, or to provide data to influence government policy. Survey data can help identify client segments and their needs for continuing financial services and additional support.

Example of client segmentation from SKDRDP, India

25% of clients collect milk from their cows.  These clients are continuing to operate their dairy businesses, since food is an essential service. 

15% of clients are in agriculture and are still operating.  With the monsoon rains approaching, SKDRDP wants to make sure that farmers can prepare their fields: “We got permission from the government to operate our agricultural customer service centers, and we have been able to get 153 out of 165 operating.  Our staff are bringing equipment directly to the fields so the farmers can get started.”

60% of clients are in trading and services and are not operating. Shops are closed.   Autorickshaw drivers, barbers, and repair people are all out of work.  The shops can reopen after the lockdown, but their livelihoods will take longer to get restarted, as people will be afraid to make contact. 

Use the survey to answer practical operational questions This survey is designed to help FSPs answer practical questions that will enable them to prioritize actions that are most important for their clients and their business. These are some of the questions that the survey seeks to answer for FSPs:

How many clients are affected and how badly?

Survey data will provide information on the following:

- What is the impact of the pandemic on clients’ businesses?- What is the impact on other forms of income, like remittances?- What current capacity do clients have to repay?- Do clients have savings or other reserves to draw on, and how long will these last? - What coping mechanisms are clients using, and what impact do these have on their livelihoods?

Example from India: Impact on small-scale farmers (The Hindu, April 3, 2020)

Farmer Kallappa Balekundri, 54, committed suicide. He was upset that he was unable to sell the chilli grown in his farm due to the COVID-19 lockdown. “`He had grown nearly 50 quintals of chilli on 2.5 acres, but he was unable to transport or sell them. A few traders he had approached were quoting a low price of ₹500 per quintal. That would have fetched him only ₹25,000 and that would not have sufficed his harvesting charges,”’ police

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said. A pending loan of ₹5.5 lakh taken from banks and some money lenders added to his worry, an investigation officer said.

How should providers support the most vulnerable?

The data on who is affected and how badly can allow providers to identify who should be targeted with the greatest assistance. For many, loss of income will mean that they cannot feed themselves. This has practical implications in terms of the need for social assistance and FSP responses. Such responses might include making changes to loan repayment schedules, ensuring that clients are able to continue to access their savings deposits, assisting clients in accessing government assistance, increasing clients’ access to digital services, and more.

What role can FSPs play in influencing government policies and regulations?

The informal sector is a critical part of the economy in most of the world, but often poorly understood. Through their direct connection to clients, FSPs have a unique opportunity to understand the specific needs and barriers facing the sector, and to make practical policy recommendations about what will make a difference.

Example of pro-poor policies in South Africa

Initially the South African lockdown regulations did not take into account the important role that informal shops and traders play in the economy, only allowing for registered shops to continue trading. A change in regulations has allowed an estimated five hundred thousand informal shops and traders to continue in business, who provide food and groceries to around 70% of the population in South Africa.

How else can providers use their relationships with clients?

FSPs are an important source of trusted information during the pandemic. Client interviews give providers a chance to provide additional information, connect, and support. Some FSPs are calling clients to check on their mental health and issues such as gender-based violence, many are disseminating important health information over the phone and social media, others are collecting data to advocate for their clients’ interests to the government.

How should providers prepare for the end of lockdown?

The capacity of clients to restart their economic activities will vary and will depend on the broader economic situation. It is likely that many people operating in the informal economy will quickly seek to re-start businesses, and therefore require capital. Regular use of the survey will enable providers to identify clients that have economic opportunities and their needs.

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Methodology guidance on using the interview tool Methodology

The interview tool is intended to be used with the following methodology:

Translate the survey into the local language of clients so as to ensure that all questions are clearly communicated in a consistent way.

Interview clients every week or every two weeks. It is crucial to have a monitoring system that collects comparable data over time, in order to understand the emerging reality.

Use a sample size of 200– 400 clients, if possible. Use a representative sample. Clients should be selected to represent different segments (e.g. different business types),

with a minimum number defined for each (quota sampling). Follow a smaller group of representative clients over time. This will help demonstrate change over time for the same

group. An ideal number would be around 50 clients. Provide at least basic training to staff who are administering the survey. They should be clear on the meaning of each

question and how to ask it. Alternatively, use an external firm. Modify terms and add locally relevant examples so the survey makes sense in your country context. There are a number of questions that ask clients to indicate how things have changed since the beginning of coronavirus

restrictions. Please use your own description for coronavirus that highlights the point in time where restrictions were brought in e.g. lockdown.

When reporting your survey results to external audiences, it will be useful to provide the following context: 1) the extent of the lockdown in your country, 2) the availability of government assistance specific to the crisis, and 3) which populations typically receive grants from the government such as pension or child support.

Instructions for each question

Use the following instructions when administering the survey tool.

Question Instructions 1 - 3 To be completed by enumerator before/after interview.4 – 7 These questions ensure that you are talking to the right person and that they are comfortable going ahead with the

interview. 8 If the respondent has not heard about coronavirus/COVID-19, skip the interview and use this opportunity to

provide them with information.9 Read out the options and tick one box.10 Ask this as an open question, rather than reading out the options. Help the client to identify their main concern,

even if they express several. Tick one box that most closely reflects what they said. 11 Read out the options and tick one box. 12 Read out all the options and tick all that apply.13 & 16 (See “Suggested income categories” at the bottom of this document)

Ask this as an open question. If the client grows their own food, or receives non-cash support from others, do not include these here, as they are covered later in the questionnaire.

Here we are looking for specific detail on the income source. We suggest that you define the categories that make sense in your context and include these as tick boxes to be filled in during the interviews. An example is given at the end of this document, but please adapt to your own context (for example in South Africa many microfinance clients sell at schools, and this activity has been particularly affected due to school closure and therefore it is important to include this as a specific activity).

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Do not use categories that are too broad. For example, rather than saying ‘shop’ ask for specific type of shop - it may be that grocery shops can continue trading, whereas clothes shops cannot – you will then see different answers depending on the type of shop.

14 & 17 Read out the options and tick one box.15 & 18 Capture the specific challenges that the client is facing for this income source. Being specific will assist in

identifying ways in which your FSP may be able to respond. For example, if clients say they are unable to sell because they do not have a permit, this would provide your FSP with information about which businesses could be supported in accessing permits.

19 & 20 Questions 13 & 16 focus on cash income, but do not cover farming or animals for own consumption. Questions 19 & 20 ask just about farming/animals for own consumption.

21 Read out the options and tick one.22 Do not ask this question if the answer to #21 was “no different from normal.”23 - 27 Changes in food consumption are a sensitive indicator to financial hardship. These are all yes/no questions that

explore different aspects of food consumption. If the answer to 23 is ‘no’ then you can skip to questions 28.28 Read out the options and tick one.29 & 30 Fill in what the client says.31 Read out the options and tick one.32 If your FSP collects poverty probability data then this data can be collected here to identify poverty profile of

clients.33 Approximate age is fine here. 34 Fill in what the client says. The coronavirus is affecting people in many ways – not just their income eg. stress,

domestic violence, care for children. This is an opportunity to capture other things that clients feel are important to them. This question is designed to capture any other non-cash impacts of coronavirus.

35 - 37 Fill this in after the interview has been completed.

Suggested income categories

In questions 13 and 16, we ask clients to give details of their income sources. These are suggested categories for those questions.

Income Source CategoriesFarm and Livestock Large animal rearing for meat

Animal rearing for milk salesSmall animal rearing for meat, eggs, etc.Farming – cash crops, such as vegetables and flowersAgricultural trading – grains, seeds, and fertilisers, cow and buffalo trading, animal fodder

Shops and prepared foods Grocery shops selling uncooked food and other basic goodsCooked foods – catering, selling at schools, markets, roadside stall Other shops, market stalls and retail

Manufacturing and production

Manufacturing – leather goods, furniture and carpentry, wardrobe, welding work, handicrafts etc.

Services Transport operator (motorbike, taxi, rickshaw, etc.)Other services –laundry, hair salon, house construction, tailoring, etc.

Other Please specify

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